Quality Management Strategy TQM Lecture 3 PDF

Quality Management strategy TQM Dr/ Manal Abdelaziz North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  Quality as a Strategic Decision & Customer focus 1.Meaning of Strategy and Strategic Quality Management 2.Mission and Vision Statements, Quality Policy, Quality...

Quality Management strategy TQM Dr/ Manal Abdelaziz North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  Quality as a Strategic Decision & Customer focus 1.Meaning of Strategy and Strategic Quality Management 2.Mission and Vision Statements, Quality Policy, Quality Objectives, Strategic Planning and Implementation, 3.Customer and Customer Focus Classification North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬ Strategic Quality Management Strategic Quality Management (SQM) involves integrating quality management principles into the overall strategic plan of an organization to achieve long-term success and improve performance. North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬ The quality objectives take the goal(s) stated in the Quality Policy and turned these into statements for improvement against which plans can be made. 4 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  quality strategies Accreditation, certification and supervision are quality strategies that intend to encourage the compliance of healthcare organizations with published standards through external assessment. Accreditation refers to the external assessment of an organization by an accreditation organization, leading to the public recognition of the organization’s compliance with pre- specified standards. Certification is usually used in relation to external assessment of compliance with standards published by the International Organization for Standardization (ISO). Supervision means the monitoring of healthcare providers’ compliance with minimum standards required for statutory (re)registration, (re-)authorization or (re)licensing. North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  International healthcare accreditation organizations. 1.Joint Commission International (JCI) 2.International Society for Quality in Healthcare (ISQua) 3.ISO ISO 9000 Quality System defined as a group of international quality management standards which was developed to ensure that organizations fulfil the needs of clients and partners while meeting legal and administrative requirements associated with a product or service North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  International healthcare accreditation organizations. The Joint Commission released a set of new and revised standards for patient-centered communication as part of an initiative to advance effective communication, cultural competence, and patient- and family-centered care. International Society for Quality in Healthcare (ISQua) works to provide services to guide health professionals, providers, researchers, agencies, policy makers and consumers to achieve excellence in healthcare delivery to all people and to continuously improve the quality and safety of care 7 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  National healthcare accreditation organizations The Saudi Central Board for Accreditation of Healthcare Institutions (CBAHI) The principal function of CBAHI is to set the healthcare quality and patient safety standards against which all healthcare facilities are evaluated for evidence of compliance. It is mandatory for all public and private healthcare delivery facilities (hospitals, polyclinics, blood banks and medical laboratories) in Saudi Arabia to comply with national standards set by CBAHI and obtain its accreditation through a survey process set forth by the Center. 8 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  CBAHI Standards A standard is a statement of excellence, or an explicit predetermined expectation that defines the key functions, activities, processes and structures required for healthcare facilities to assure the provision of safe and quality care and services. Structure standards address the system’s inputs, such as the hospital beds available, the manpower, the design of the hospital building, the availability of personal protective equipment for health workers, such as gloves and masks, and the availability of equipment and supplies, such as microscopes and laboratory reagents. Activity and procedure standards (procedural) address the clinical and administrative activities or interventions carried out within the hospital in the care of patients or in the management of the hospital or its staff. Examples include patient assessment, patient education, medication administration, and the like. Outcome standards provide information about whether predicted outcomes are being realized. Examples of outcome indicators include mortality rates, foreign object retained after surgery, air embolism, blood incompatibility, pressure ulcers, falls, vascular catheter-associated infection, catheter-associated urinary tract infection, and manifestations of poor glycemic control. North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  Patient Centered Standards include the following Access to Care and Continuity of Care (ACC) Patient and Family Rights (PFR) Assessment of Patients (AOP) Care of Patients (COP) Anesthesia and Surgical Care (ASC) Medication Management and Use (MMU) Patient and Family Education (PFE) North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  Organization Centered Standards Organization Centered Standards include the following Environment and Facility Safety Infection Prevention and Control Organization Governance and Management Community Assessment and Involvement Work Force Management Information Management and Technology Quality and Performance Improvement The main objective is to ensure that organization can identify the safety issues and provide safe and effective program to handle and maintain environment safety. North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  STEPS TO ACHIEVE ACCREDITATION 1. Understand Standards Familiarize yourself with the standards and requirements of the accrediting body. 2.Prepare for Evaluation Self-Assessment: Conduct an internal review and gap analysis. Documentation: Prepare necessary documentation and evidence of compliance. 3.Implement Improvements Action Plan: Address any identified gaps and implement improvements. 4.Undergo Evaluation Audit: Participate in the evaluation process by the accrediting body. 5.Maintain Accreditation Ongoing Compliance: Continuously adhere to standards and prepare for periodic reviews 12 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  The Deming cycle use PDCA or PDSA Cycle for continuous evaluation and improvement North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  Types of Customers 1. Internal Customers: Employees or departments within the organization that rely on each other to achieve their goals. 2. External Customers: Individuals or organizations that purchase or use the products or services provided by the company. 3. Potential Customers: Individuals or organizations that have not yet purchased but could potentially become customers. 4. Loyal Customers: Customers who repeatedly buy from the organization and exhibit brand loyalty. 5. New Customers: Recent buyers or users of the organization’s products/services. 6. High-Value Customers: Customers who generate a significant portion of the company’s revenue or have high strategic value. 14 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  Customer focus in healthcare 1. Patients : Individuals receiving medical care or treatment. Focus: Ensure high-quality, compassionate care that meets their medical and emotional needs. 2. Families and Caregivers: Individuals who support and care for patients, often involved in decision-making and care processes. Focus: Provide clear communication and involve them in care planning and decision- making. 3. Healthcare Providers: Professionals such as doctors, nurses, and therapists who deliver care. Focus: Ensure their needs are met for effective service delivery, including resources, training, and support. 15 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬ 4. Administrative Staff; Employees handling scheduling, billing, and patient records. Focus: Streamline administrative processes to improve patient interactions and reduce friction points. 5. Insurance Companies: Organizations providing coverage for healthcare services. Focus: Facilitate smooth claims processing and ensure coverage aligns with patient needs. 16 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬  Importance of Customer Focus in Healthcare Patient Satisfaction: Improved patient outcomes and trust in healthcare services. Quality of Care: Enhanced health outcomes and reduced errors. Compliance and Safety: Reduced risk of legal issues and improved safety. Operational Efficiency : Increased efficiency and reduced costs. 17 North private college of Nursing – ‫كلية الشمال للتمريض األهلية‬ Thank you